Head of Operations

Willis Processing Services India Private Limited
  • Mumbai
  • Confidential
  • 10-15 years
  • 23 Feb 2015

  • Senior Management-Operation

  • Insurance
Job Description

Job Summary
Leads the development and implementation of operations strategy. In conjunction with the stakeholders, agrees and implements strategic changes to the business model within WPSI. Ensures the ongoing delivery of excellent client service across all segments ensuring the relevant regulatory and technical standards are met.

Principal Duties/Responsibilities
* Develops the short and long-term Business Unit (BU) strategy in conjunction with overseas counterparts.
* Drives the delivery of the change agenda including cross-functional programmes and change initiatives, securing the resources required to deliver programme activities, including design, testing and implementation support
* Leads the development of the client service propositions and service delivery strategy for all operational functions

Operations Management/Operational Effectiveness
* Ensures that the function has optimum number and quality of resources required to deliver the functional objectives and that they are effectively controlled and targeted
* Plans, supports and reviews the performance of the function, identifying development needs for both individuals and the team as a whole. Works with HR to optimise training and development opportunities
* Develops, promotes and enhances a culture of "client first" service to ensure consistent delivery of excellent client service and client retention
* Works closely with the BU management teams to establish the areas of client service that need to be measured in order to maximise the opportunity for achievement of overall objectives
* Drives ongoing efficiency and effectiveness of the business to ensure year-on-year delivery of service delivery improvements
* Leads the delivery of standardised policies, procedures and service standards. Ensures these are understood and followed by the business so that all aspects of risk management, information security, legislation and regulation are managed effectively
* Works with the WPSI management teams to create and embed a culture of continuous improvement

Relationship Management
* Works with internal and external sources to identify opportunities to work collaboratively on alignment of strategic activity
* Supports the development of further business opportunities through service opportunities
* Increases the standing of WPSI as a service organisation in the eyes of internal and external clients
* Maintains a good working relationship with Internal Audit Group Compliance and Group Risk functions, representing the needs of the business in negotiations

People Management/ Development
* Implements effective succession planning, people management, development, recruitment, and retention strategies for the division in conjunction with HR

* Manages the performance of all direct reports within the division through the formal performance management system

* Maintains an effective and consistent communication channel within the BU

Required Qualifications, Skills, Knowledge, Experience
Minimum bachelors degree
Relevant qualifications in Operations/ Business Management preferred

 Languages: English
 Excellent communication skills both verbal and written
 Proficiency in standard Microsoft packages is essential

 Ten plus years experience in the financial services industry, with at least eight of these in a leadership role
 Proven track record of delivering excellent levels of client service through a large scale, multi-channel operating function
 Experienced leader with proven ability in managing a function to deliver an agreed set of homogeneous processes
 Broad operations expertise which encompasses previous knowledge of managing diverse logistical functions such as operations, IT, compliance, risk, business improvement
 High levels of business acumen with an understanding of company strategy, operating environment and business objectives
 Awareness of the latest technology to support the business

Job Posted By

Sonali Birje